Total Quality Management

PRESENTER : BIJAY LAMA

RAJENDRA G. JAISHI
 1/18/23
04:46 PM

Total - made up of the whole

Quality - degree of excellence a product or service provides

Management - act, art or manner of planning, controlling, directing

Thus, TQM is the art of managing the whole to achieve excellence

Presenter : Bijay Lama

A PRESENTATION ON TOTAL QUALITY MANAGEMENT (TQM) Rajendra G. Jaishi
 1/18/23
04:46 PM

Goal of TQM

1. Enhance customer experience/Total Customer Satisfaction.

2. Continuous improvement of SSSPPP (System, Suppliers, Services, People,

Partner and Product)

Presenter : Bijay Lama

A PRESENTATION ON TOTAL QUALITY MANAGEMENT (TQM) Rajendra G. Jaishi
Schools of Thoughts

 Rational: critical examining the management systems and developing tools and measures
to create quality products ( Deming,1982)
 Normative :Zero Error/ to do it right at the first time( Crosby 1960)
Crosby, P.B. 1964. "Z is for Zero-Defects". Industrial Quality Control (Octo- ber):182-185
 Both school of thoughts are based on customer satisfaction

Wednesday, Ja
nuary 18, 2023
 1/18/23
04:46 PM

Evolution of TQM
1920s 1930s 1950s Today
Seeds of SMPs -SQC -TQM -Quality Standards

1920s : Business clearly separated the planning process in US industries.

(Frederick W. Taylor wrote Principles of Scientific Management in 1911)
1930s : Methods for statistical analysis and control of quality was developed by Walter
Shewhart. (Walter A. Shewhart used statistics in quality control and inspection, and showed that
productivity improves when variation is reduced (1924); wrote Economic Control of Manufactured Product
in 1931.)

1950s : Birth of TQM concept as W. Edwards Deming taught method of statistical

analysis and quality control to Japanese engineers and executives.

Today : broad and systematic approach of managing organizational quality

Presenter : Bijay Lama

A PRESENTATION ON TOTAL QUALITY MANAGEMENT (TQM) Rajendra G. Jaishi
 1/18/23
04:46 PM

(one of the) Founding Father of TQM

1. Statistical Advisor at US Census Bureau 1927-1946

2. Meeting with Walter Shewhart of Bell Laboratories 1927

3. Responsible to design statistical courses at Grad School 1935

4. Connection with Japan for census 1947

5. Seminar for senior industry executives (36pg lecture) 1950

16 June 1950
W. Edwards Deming: The Story of a Truly Remarkable Person by Robert B. Austenfeld, Jr
https://web.crc.losrios.edu/~larsenl/ExtraMaterials/WEDeming_shortbio_Ff4203.pdf
Presenter : Bijay Lama
A PRESENTATION ON TOTAL QUALITY MANAGEMENT (TQM) Rajendra G. Jaishi
 1/18/23
04:46 PM

Presenter : Bijay Lama

A PRESENTATION ON TOTAL QUALITY MANAGEMENT (TQM) Rajendra G. Jaishi
 1/18/23
04:46 PM

Deming Wheel/Deming Cycle Deming's 7 deadly diseases of management  (in

reference to US industry and their management
practices)
1. Lack of constancy of purpose to plan products and
services that will have a market and keep the company
afloat.
2. An emphasis on short term profits and short term
thinking (just the opposite from constancy of purpose to
stay in business), fed by fear of unfriendly takeover, and
by demand from bankers and owners for dividends.
3. Evaluation of performance and annual reviews.
4. Mobility of managers and job hopping.
5. Management by use only of available data.
6. High medical costs.
7. High costs of liability.

Source : https://www.bl.uk/people/w-edwards-deming
Presenter : Bijay Lama
A PRESENTATION ON TOTAL QUALITY MANAGEMENT (TQM) Rajendra G. Jaishi
 1/18/23
04:46 PM

DEMING’S 14
POINTS

Presenter : Bijay Lama

A PRESENTATION ON TOTAL QUALITY MANAGEMENT (TQM) Rajendra G. Jaishi
 1/18/23
04:46 PM

Implication

Presenter : Bijay Lama

A PRESENTATION ON TOTAL QUALITY MANAGEMENT (TQM) Rajendra G. Jaishi
 1/18/23
04:46 PM

Challenges In Implementing Total Quality Management (TQM)

Resistance to change: TQM involves making changes to processes, products, and services, and some employees
may be resistant to these changes. It is important for organizations to communicate the benefits of TQM and
involve employees in the implementation process to help reduce resistance to change.
Lack of resources: Implementing TQM requires resources such as time, money, and training. Organizations may
not have sufficient resources to implement TQM effectively.
Lack of leadership commitment: TQM requires strong leadership support and commitment to be successful.
Without this commitment, TQM efforts may not be sustained over the long term.
Difficulty in measuring the success of TQM: It can be challenging to measure the success of TQM, as it involves
a focus on continuous improvement rather than on specific targets or objectives. It is important for
organizations to establish clear metrics to measure the success of TQM efforts.
Improper planning: TQM urges for the involvement of all level of employees in development and
implementation of planning. Planning by top level management only may arise the issue during
implementation.
Problem in identifying customer need : Fail to identifying the needs of customer may result in supply of
unwanted product resulting to dissatisfied customer.

Presenter : Bijay Lama

A PRESENTATION ON TOTAL QUALITY MANAGEMENT (TQM) Rajendra G. Jaishi

… then the elements for Success (?)
Flynn et. al. (1995)
1. Top management support
2. Customer relationship
3. Supplier relationship
4. Workforce management
5. Work attitudes
6. Product design process
7. Process flow management
8. Statistical control/feedback
9. External quality performance
10. Competitive advantage
 
A PRESENTATION ON TOTAL QUALITY MANAGEMENT (TQM)
Zhang et. al. (2000)
1. Leadership
2. Customer focus
3. Supplier quality
management
4. Vision and plan statement
5. Evaluation
6. Product design
7. Process control and
improvement
8. Quality system improvement
9. Employee participation
10. Recognition and award
11. Education and training
Projogo and Sohal (2004)
1. Leadership
2. Strategic planning
3. Customer focus
4. Information and analysis
5. People management
6. Process management
7. Product quality
1/18/23
04:46 PM
Sila and Ebrahimpour Kumar et. al.(2009)
(2005)
1. Leadership 1. Management commitment
2. Strategic planning 2. Customer satisfaction and
delightedness
3. Customer focus 3. continuous overall
improvement
4. Information and 4. Positively carried out team
analysis work
5. Human resource 5. Purposeful training of
management employees
6. Process management 6. Feedback and perfect
measurement for recognition
7. Supplier management 7. Effective communication
8. Business result
Presenter : Bijay Lama
Rajendra G. Jaishi
Conclusion

 (Pradhan, 2015) Total Quality Management implementation has positive relationship with
employee satisfaction, customer satisfaction
 It also found that the use of either normative or rational TQM approach is depends on
nature of the organizations.
 (Giroux & Land, 1998) Besides that, in order to overcome debate and critics, use of
simple word instead of prepositions Total Quality Management seems significance
 More empirical and exploratory study is required in additional areas especially focusing
on top management challenges and its solutions

Wednesday, Ja
nuary 18, 2023
Wednesday, Jan
uary 18, 2023
THANK YOU SO MUCH..